SUMMARY:

Accomplished technical support professional with solid experience in combining technical and business solutions to support overall corporate strategic goals. My ability to leverage operations and technology to exceed business objectives has led to my career growth and progression. Seeking to utilize my background in an MDM (mobile device management) Administrator with an organization that rewards hard work, results and success.

AREAS OF EXPERTISE:

• BMC Remedy, CA Ticket system
• Symantec Ghost image, MDT
• SSH,Statsseeker, switch P Mapper
• Android, Blackberry, IOS
• Kronos, IBM Iseries (as400)
• MDM, Good, Airwatch,BES
• POS system, VeriFone POS
• Kaseya, CiscoWebex, SCCM 2012
• Window XP, 7, vista
• Window server 2008, 2012
• Citrix, TCP/IP, Microsoft office
• Exchange, Active Directory

CORE COMPETENCIES:

• MDM (mobile device management) Administrator
• Installation and support, desktop PCs, peripherals, and software in a networked environment
• Installation and support of desktop PCs, peripherals, and software in a LAN environment
• Troubleshooting and general issue resolution
• One-on-one end user training using Microsoft applications/software's
• Mobile Devices such Blackberry, iPhone, iPad, Samsung, windows mobile and android devices
• Manage and facilitate installation of software; set up of the required hardware configurations
• Troubleshoot complex software hardware issues Handle inquiries via the telephone and email
• Manage client/customer technical issues through completion
• Collaborate with other departments such as billing and operations
• Experience working with mobile carriers such as Sprint, Verizon, T-Mobile, AT&T etc

PROFESSIONAL EXPERIENCE:

Mobile Device Analyst

Confidential, Orlando, Florida

Responsibilities:

• Test updates and fixes for mobile devices supported and deploy iOS 9.1 and application upgrades
• Analyzes and tests smart phones, tablets and other mobile devices and associated applications to ensure that devices and software are match and are supportable within the environment
• Troubleshoot and resolve mobile device wireless connectivity issues by using industry standard techniques and work in conjunction with appropriate vendors to assist in troubleshooting their wireless infrastructures to help ensure the best end-user experience
• Provide hands-on troubleshooting, technical support for iOS devices and Android devices
• Perform iOs deviceand software installations and updates according to a regular schedule
• Monitor, track and update incidents and trouble calls in ticketing system in support of the incident and problem management process
• Work with iTunes, Apple Configurator, MobileIronMDM to manage staff mobile devices, and digital content

POS Technician/Desktop Support Specialist 

Confidential, Orlando, Florida

Responsibilities:

• Provide DAILY support and troubleshooting for all related POS systems
• Work with store management to ensure that existing systems adequately satisfy operational requirements.
• Maintain technical knowledge related to our suite of hardware and software product lines and industry Setup, configure, and test hardware and software components
• Install software and hardware at client sites, run and connect all cables between and at hardware devices
• Telephone, remote, and on-site support for clients in order to provide quick resolution to problems, Provide training to clients regarding software, hardware, and troubleshooting techniques
• Deploy desktops, laptops, and thin client devices with Window 7 and upgrade Hardware’s
• Reimaging Window XP, Window7, window 7 migration, Patching of computer workstations and configure to meet network and department standards
• Configure, install, perform repairs to hardware, peripheral equipment, following design and installation specifications
• Maintain record of daily transactions, problems and remedial action taken, and installation activities.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Prepare evaluations of software or hardware, and recommend improvements or upgrades.
• Inspect equipment and read order sheets to prepare for delivery to users
• Answer users' inquiries regarding computer software and hardware operation to resolve problems

POS Service/Support Analyst

Confidential, Orlando, Florida

Responsibilities:

• Diagnose and resolve POS hardware and software problems via telephone and remote connection
• Connect with customer sites using remote connectivity tools and resolve issues
• Work with the Restaurant Managers on the maintenance, support, and enhancement POS Applications
• Accept escalations and provide guidance to other Help Desk agents when assistance is required
• Supporting POS application development team and operations groups by troubleshooting and resolving complex POS technical and communications related issues

Mobile Device Admin

Confidential, Orlando, Florida

Responsibilities:

• Provide hands-on troubleshooting, technical support for iPads, iPhone and other mobile devices
• Perform mobile device OS and software installations and updates according to a regular schedule
• Client support and technical issue resolution via E-Mail, phone and other electronic medium
• Work with iTunes, Apple Configurator, AirWatch MDM to manage staff mobile device hardware, software, and digital content

System Analyst 

Confidential, Orlando, Florida 

Responsibilities:

• Mobile Device Administrator
• Configured and Deployed POS system(Signet) software and application, Support
• Respond to phone inquiries, email, personnel requests for technical support using BMC Remedy ticket system.
• Serves as a liaison between the business Department and the IT Department in order to provide technical solutions to meet user needs for Kronos, ibm iseries, hyperion, sage and more
• Broad skills and knowledge to perform tasks including software installations and upgrades on laptops, PCs, and various mobile devices sutch iphone,iPad, blackberry, android Devices
• Perform Smartphone, air card security analysis, compatibility testing and write end user documentation
• Interact with Tier 1/2/3 desktop, networking, systems engineering, systems administration, and applications teams to restore service and/or identify and correct core problems
• Identify potential improvements to services using the Continuous Service Improvement processes

Technical Support Analyst

Confidential, Orlando, Florida

Responsibilities:

• Support installs, maintains Computers, operating systems, software, and related IT peripherals Desktop image creation/maintenance, including basic Windows Server maintenance/troubleshooting establishing permissions, resetting passwords, ensuring proper access to network resources such as file shares and printers
• Support mobile devices such as IPhone, Ipad and android devices, assist users in providing network and remote connectivity hardware/software support, maintains user e-mail accounts through Google Apps
• Serve as an escalation point for service requests that cannot be resolved by Level 1 technicians
• Employee hire/exit processing, Offsite conference support PC upgrades Travel to sites as needed for production support, Provides positive customer experience with each employees